THE NEW ITIL PRACTITIONER QUALIFICATION

W E B I N A R M A R C H 2 0 1 6 b y P A U L W I G Z E L

ITIL® Practitioner

www.ilxgroup.com

I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6

Housekeeping Note

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Presenter Profile

Paul Wigzel

• ITIL Expert and PRINCE2 Practitioner

• UK Based but travels worldwide

• One of the first ITIL experts

• Author and consultant for ILX

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Purpose of this Webinar

Overview of ITIL Practitioner Book & Qualification

• Structure of the Book

• Structure of the Course

• Structure of the Exam

• What to expect?

• Who is this for?

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Axelos Global Best Practice

“The qualification has been developed for ITSM professionals

who have an understanding of the ITIL framework but who

need advice on how to adopt and adapt it within their day-to-

day work practices. By utilising core skills such as metrics and

measurement, communication, and organizational change management, by

adhering to guiding principles of ITSM, and by following the

CSI approach, we believe that practitioners will have everything they need to

take on the challenges of their profession.”

Abid Ismail CEO, Axelos

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So What’s in it?

Book chapters

• Introduction

• Guiding Principles

• The CSI approach

• Metrics & Measurement

• Communication

• Organizational Change Management

• The Toolkit

Yes, there are actually tools and templates to use!

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Using ITIL – Adapt and Adopt

Explaining the concept of adopting a service-orientated and customer-focused

culture with the adaption of best practices

Understanding service

Definitions: Service, customer, service provider, value, outcomes, cost and risks

Delivery models

SIAM (Service Integration And Management) is a capability building upon the

ITIL framework enabling multiple service providers to deliver a consistent and

efficient set od services or goods

Service management versus IT service management

Finally a recognition that ITIL is not just about IT and that the future is Service

management – the delivery of services whether they are based around IT or not.

Introduction

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• Focus on Value

• Design for experience

• Start where you are

• Work holistically

• Progress iteratively

• Observe directly

• Be transparent

• Collaborate

• Keep it simple

Guiding Principles

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Focus on Value

If it’s not delivering value to the Customer or Organisation – Why do it?

Design for experience

Constantly consider the Customer/User experience

Start where you are

Resist the temptation to start from scratch: What do you do ok now?

Work holistically

No service or components stand alone… Strength is in the whole

Progress iteratively

Don’t try to eat the elephant all in one go, work iteratively

Guiding Principles

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Observe directly

To really know what is going on, go directly to the source, avoiding

assumptions

Be transparent

The more people are aware of what is happening the less they obstruct

Collaborate

The right people in the right ways, gains better buy-in and better

likelihood of long term success

Keep it simple

KISS Principle – Seems obvious but is frequently ignored. If the

process, service or metric produces no useful outcome – bin it!

Guiding Principles

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The CSI Approach

What is the vision?

Where do we want

to be?

How do we get

there?

Did we get there?

Where are we now?

How do we keep

the momentum going?

Service & process

improvement

Measurable

targets

Baseline

assessments

Measurements &

metrics

Business vision,

mission, goals and

objectives

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• What is measurement for

• CSFs and KPIs

• Metrics hierarchies and the measurement cascade

• Metric categories

• Assessments

• Reporting

• CSI of metrics and measurements

Measurements

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What is measurement for

Measurements

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What is a CSF & KPI

Finally there is a clear explanation of CSFs

and KPIs!

Metric Categories

As well as the technology, service and

process metrics the Practitioner book moves

into leading and trailing metrics, outside-in

and inside-out.

Assessment & Report

Clear advice on assessment and reporting,

with examples and templates in section 7.

Measurements

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Measurements

Metrics

hierarchies & the

measurement

cascade

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Communication

Communication principles

Communication is a two way

process, we are all

communicating, all the time,

timing and frequency matter,

There is no single method of

communicating that works,

the message is in the

medium

Communication techniques

Planning and various types of

communication

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Organizational Change Management

Essentials for Successful Improvement

Leadership, right participants

Clear Roles & Responsibilities

RACI

OCM and ITIL Change Management

Defining the differences

The Impact of OCM

Resistance is normal, Section 7 has a couple of assessment

templates to help identify this

Understanding People through Change

The change curve and the emotional responses to change

Key Activities

J.P.Kotters eight steps to transformational change

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And NOW THE BIG THING!

The Toolkit, templates for:

The CSI Register Benefits Realization Review

Orientation worksheet CSF/KPI worksheet

Assessment planning worksheet Workshop and meeting action plan

Communications campaign checklist Meeting notes template

Business case worksheet Communications success worksheet

Stakeholder analysis worksheet Sponsor road map

Resistance management plan Stakeholder communication plan

KPI balance checklist Report worksheet

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T h e P r a c t i t i o n e r C o u r s e

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The Practitioner Course

• TWO days in length

• Most likely to follow on from a Foundation

course

• Focus on the Practical Application

• ILX Course designed to flexible throughout

Public courses primarily utilise a fictitious

company for practical exercises

Private course may use their real

organisation

Uses, and focuses upon the book

• Examination at the end of second day

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T h e P r a c t i t i o n e r E x a m

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The Examination

• 90 minutes long

• OPEN BOOK

• Same rules for the book as PRINCE2

• 40 multiple choice questions

• ALL scenario based

• Same scenario as sample paper

• 28 to pass (70%)

• Examination at the end of second day

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S o w h a t s h o u l d

a n a t t e n d e e e x p e c t ?

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What to Expect

• One and half days of learning

• A few hours in the evening of ‘homework’

• The Practitioner book

• An interactive, practically based delivery

• A tricky exam

• An opportunity to ask questions

• The opportunity to develop a life-long effective

skill set

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T h e P r a c t i t i o n e r C o u r s e

– W h o i s t h i s r e a l l y f o r ?

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Who is this for?

Obvious answer is anyone…

Truthfully:

Those wishing to do, not manage

Those not seeking to achieve ‘Expert’ status as yet

Those not looking to implement but improve

Those looking to implement but know there is

some resistance

Those looking to build on their foundation

qualification but not ‘specialise’

Those wishing to understand ITIL from a practical

perspective rather than theoretical

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Courses available at ILX Group

ITIL Foundation

E-learning Course £315 w/out Exam (12 Months Online

License) + Exam £150 + ITIL Foundation handbook £15

Classroom Course from £655 with Exam (3 days, delegates

sit the ITIL Exam on the final day)

Classroom courses are available in Birmingham, Bristol,

Leeds and Nantwich (Cheshire)

ITIL Practitioner

Classroom Course From £935 (2 days with Exam &

Manual) London, April 21

ITIL Foundation & Practitioner

Blended Learning from £1295 (12 months online license +

2 Days Workshop + Exam + Manual)

IT Infrastructure Library® is a registered trade mark of AXELOS Limited. AXELOS ® is a registered trade mark of AXELOS Limited.

NEW

I T I L P r a c t i t i o n e r W e b i n a r M a r c h 2 0 1 6

Exclusive Webinar Offer

If you are ITL Foundation qualified

Book your ITIL Practitioner course and we will give you

15% discount

If you are NOT ITIL qualified

Book your ITIL Practitioner course and we will give you

the ITIL Foundation e-learning for FREE

Book your course visiting our website ilxgroup.com using the promo code

CW15ITPMARCH2016

Give us a call on

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OFFER

valid until

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A R E T H E R E

A N Y Q U E S T I O N S ?

I L X G r o u p

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L o n d o n E C 4 A 1 B W

P h o n e : + 4 4 2 0 7 3 7 1 4 4 4 4

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